Mariana Vladimirovna

Abu Dhabi, UAE 971-**-*******

adjyvf@r.postjobfree.com Skype: maryana015

Personal Details:

Sex: Female Date of Birth: 01.12.1983

Place of Birth: Ukraine Nationality: Ukrainian

Administration & Customer Services Professional

Result-driven and enthusiastic professional, offering 10+ years of experience in administration, hospitality, customer service, and operations management setting within highly competitive markets.

Proven track record in directing all aspects of sales and customer care services to achieve the company’s long-term success by exercising a strong commitment to excellence. Demonstrate ability to streamline business operations, implement financial procedures to improve efficiency, and ensure the successful liaisons between the customers. Excellence in providing administrative support to seniors and building excellent relationships with stakeholders. Proven ability to lead analysis of an organisations critical business needs, identify deficiencies, potential opportunities and formulate innovative solutions. Excellent communication skills, with the capability to interface with customers, staff, and senior management.

Areas of expertise include…

Financial & Administrative Services

Tactful Planning & Analysis

Customers Satisfaction

Customer & Team Building Relationships

Issues Resolution & Process Improvement

Performance Evaluation

PROFESSIONAL EXPERIENCE

CUSTOMER CARE EXECUTIVE (Technical and Business Support), Aug 2017 - Oct 2020

Infiniti, Nissan & Renault Cars Sales Department, Al Masaood Automobiles Company LLC, Abu Dhabi, UAE

Welcoming visitors and existing customers, answering or referring inquires to the concerned department. Maintaining employee and department directories. Demonstrated a keen eye for detail to monitor organizational and technical support activities to assist the higher Management. Liaised efficiently and effectively with customers. Provided information to the customers based on their needs for products and recommended merchandise based on individual supplies.

Providing technical and business support to Sales Administrator and GM. Responsible for preparing team schedules, organizing trainings, managing stuff leaves, events and exhibition rosters. Daily monitoring of demo cars cleanliness, allocation and keeping in order test driver’s documentation.

Being responsible of the showrooms allocated demo cars traffic fines and providing appropriate documentation to account department for further payment procedures. Handling vehicles requests and maintain smooth process between departments to ensure the product delivery will be high standard to expand the revenue

Coordinate with the sales team, to contact and confirm appointments with the customers. Delivered customer feedback to sales management by generation daily and weekly customer survey reports. Monitoring daily traffic for existing branches, calculation the ratios, keeping track on customer data base.

CUSTOMER SERVICE OFFICER (Guest Relations/ Call Centre Administrator), Dec 2013- July 2017

The Ritz-Carlton Grand Canal Hotel, Abu Dhabi, UAE

Actively render exceptional service to customer related to hotel facilities, entertainment options, and regulations. Enhance highest safety and professionalism standards trough determining customer’s problems. Deliver thought leadership to the hotel’s guests around emerging trends and competitive landscape by formulating reports and grounding amenities. Execute operations for multiple guests, such as VIP, top corporate account, repeat, long stay, top travel agency and special occasions.

Play an integral role in addressing proposals and complaints of guests as per instruction. Offer outstanding services, including responding client’s queries, and determining all concerns to meet customer expectations.

Cultivate strong and positive relationship with clients by developing high level of professionalism with aptitude to tactfully handle stressful and difficult situations in an efficient manner.

ADMINISTRATIVE SUPPORT SPECIALIST (Finance Department), Dec 2008 - Jul 2012

Sofia Hotel, Koktebel, Ukraine

Directed all the financial and administrative activities, which included carried out expenses, allocated inventory, placed invoices and operated payments to hotel suppliers. Sustained hotel contracts and handled transaction according to the financial procedures. Hold accountability for arranging proposals and expediting show rounds for existing customers.

Developed broad scope of industry knowledge toward preparing all invoices for appropriate documentation, sorting and distribute incoming mails by holding position as an accounts payable coordinator.

Spearheaded and accepted all accounting practices, including processing check requests, arranging month end closing, sustaining files and documentation according to company policy and procedures.

Education

Bachelor of Science and Business Administration in Finance

National V.I. Vernadsky University, Simferopol Ukraine 2001-2006

Certifications and Licences

Al Masaood Automobiles Company LLC

Developing Assertive Communication in Selling process, Total Ownership Experiences, Interactive products Training’s, Abu Dhabi, UAE, 2017-2020

International certificate for completion of “Executive Secretarial” and “MS Office Advanced”

The City and Guilds of London Institute (REI), Abu Dhabi, UAE, 2017

The Ritz Carlton Abu Dhabi Grand Canal Hotel

Company culture and values, Three Step of Services, Communication skills

Cross-training in Finance department, Abu Dhabi, UAE, 2013- 2016

International Driving License -UAE

Skills and Languages

Microsoft Office Applications: Microsoft Office (Word, Power Point, Excel-knowledge in Pivot Tables, Macros and VBA)

OPERA Property Management System for Hotel

Auto Line CRM

Languages: Fluent in English, Russian, Ukrainian

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